This eBook outlines key CRM trends for 2023 and how they reshape customer engagement: prioritize first-party and zero-party data collection with a clear value exchange, using channels like loyalty programs, surveys, and digital touchpoints to improve targeting while respecting privacy expectations. It highlights AI embedded in CRM to enhance, not replace, sales and service by predicting needs, optimizing workflows, and turning historical data into actionable recommendations. It also covers conversational UI and voice technology, including chatbots and NLP, to improve support efficiency and make CRM more natural to use, and it points to IoT integrations as a growing source of real-time signals that enable proactive service and hyper-personalization. The close emphasizes best practices: audi

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